Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Morgan Gates

Hammond

Summary

Professional caregiver with experience delivering patient-centered care in fast-paced environments. Skilled in assisting with daily living activities, monitoring vital signs, and providing emotional support. Strong focus on team collaboration and achieving positive outcomes. Reliable, adaptable, and skilled in using medical equipment and following care plans.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Care Representative

HPOne Insurance
01.2022 - Current
  • Managed 75-100 inbound calls daily, addressing policy inquiries, claims, and billing issues, maintaining a 90%+ customer satisfaction rate.
  • Utilized Zendesk and Microsoft Dynamics to update and track customer accounts, ensuring 95% accuracy in documentation.
  • Resolved 75% of issues on the first call, meeting service level agreements and customer expectations.
  • Collaborated with Claims and Underwriting teams, improving issue resolution efficiency by 20%.
  • Navigated multiple platforms (Guidewire, Microsoft Office) to handle customer inquiries, reducing average call time by 15%.
  • Achieved 95% schedule adherence, managing high call volumes during peak hours.
  • Educated customers on health plan options, increasing cross-sell opportunities by 20%.
  • Escalated unresolved issues to relevant departments, ensuring swift resolution within 24 hours.

Certified Nursing Assistant

Avanti Senior Living
11.2019 - 12.2022
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Built rapport with patients and families, providing emotional support during difficult times.

Certified Nursing Assistant

United Medical Rehabilitation Hospital
04.2016 - 11.2020
  • Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
  • Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
  • Assisted nurses with wound care procedures ensuring proper healing processes took place.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Educated family members on caregiving techniques to better support their loved ones at home after discharge from the facility.
  • Improved patient satisfaction with empathetic listening and addressing concerns promptly.
  • Monitored vital signs for early detection of medical issues, ensuring timely intervention and treatment.
  • Supported patients with personal care tasks to preserve dignity and promote independence.
  • Increased patient engagement by organizing recreational and therapeutic activities.

Education

High School Diploma -

Nacogdoches High School
Nacogdoches, TX

Skills

  • Active Listening
  • Multi-tasking
  • HIPAA compliance
  • Reliable team player
  • Direct patient care
  • Healthcare ethics

Certification

  • CNA - Certified Nurse Assistant

Languages

English

Timeline

Customer Care Representative

HPOne Insurance
01.2022 - Current

Certified Nursing Assistant

Avanti Senior Living
11.2019 - 12.2022

Certified Nursing Assistant

United Medical Rehabilitation Hospital
04.2016 - 11.2020

High School Diploma -

Nacogdoches High School

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Morgan Gates